IT Service Desk Analyst

Job Description

Job Description

We are seeking an experienced IT Service Desk Analyst to provide Level 1 and Level 2 support across a global corporate environment. This role combines end-user support, infrastructure troubleshooting, and collaboration with internal teams and external vendors to deliver exceptional IT services

Client Details

Our client is a globally recognised institutional investment management organisation with a strong international presence and a reputation for innovation, operational excellence, and long-term growth. Supporting over 800 employees worldwide, the business invests heavily in technology and provides a collaborative, people-focused environment where employees can develop their skills and make a meaningful impact.

Description

Provide Level 1 and Level 2 Service Desk support across desktop, server, and end-user environments.

Manage incidents and service requests through ServiceNow, ensuring SLA targets are met.

Deliver onsite and remote support to employees across North America and international offices.

Troubleshoot and resolve issues involving Windows, Office 365, Microsoft Teams, VPN, Citrix, and collaboration technologies.

Support voice and video conferencing platforms including Webex, Cisco Jabber, and Microsoft Teams.

Perform user account administration, hardware/software deployments, and asset management activities.

Investigate technical infrastructure issues and coordinate with specialised IT teams when required.

Liaise with external technology vendors and managed service providers to resolve incidents efficiently.

Contribute to continuous improvement initiatives, knowledge sharing, and IT service enhancements.

Profile

5-7 years of experience in IT Desktop Support or Service Desk environments.

Strong knowledge of Windows 10, Windows Server, Microsoft Office, Office 365, Microsoft Teams, and ServiceNow.

Experience supporting remote users, VPN technologies, Citrix, and collaboration platforms.

Exposure to networking technologies, Active Directory, SCCM, SharePoint, MDM, or security technologies is advantageous.

Excellent communication and stakeholder management skills, with the ability to support senior executives.

Strong troubleshooting, problem-solving, and customer service capabilities.

IT-related qualification and/or Microsoft, CompTIA, or ITIL certifications preferred.

Location: New York, NY.

Working Pattern: Hybrid working environment (3 to 4 days a week in Midtown Manhattan)

Job Offer

Competitive salary package commensurate with experience.

Opportunity to join a respected global investment management organisation.

Exposure to enterprise-scale technology environments and international operations.

Collaborative culture focused on continuous improvement and professional development.

Employment Type: Contract to hire.

Salary: $60-$70 an hour depending on experience.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.